topic Re: SIM activated, plan paid, NO SERVICE? in Get Support

SIM activated, plan paid, NO SERVICE?

Aichywhy — Sun, 13 Mar 2022 22:41:40 GMT

I signed up yesterday and requested and received my old number I've used with 2-3 other providers but that wasn't active currently. Paid for $15 plan which says it's active and SIM is in correctly but I cannot make or receive texts or calls, my phone (moto E5 play) can't even locate the network? I'm sure I saw my phone model on the list of compatible phones so what's going on?

Re: SIM activated, plan paid, NO SERVICE?

softech — Sun, 13 Mar 2022 23:04:24 GMT

@Aichywhy You might have 2 problems here:

1. SIM issue. It is saying No Service on the phone? It could be a SIM provisioning issue and the SIM was not properly provisioned. You can open a ticket with PM Support and they can fix this easily

2. Porting, did you say the number "wasn't active" currently? Only active number can be ported as you need to receive a text on the old SIM and reply YES within 90 mins for the port to go forward.

(Unless the inactive account was from Telus or Koodo , then PM support might be able to help)

For both issue, open a ticket with PM Support and have them to have a look. SIM provisioning should be very easy. For Porting, work with them and see what they say

to open ticket with PM:

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: SIM activated, plan paid, NO SERVICE?

darlicious — Sun, 13 Mar 2022 23:01:37 GMT

@Aichywhy

I think @softech pretty much has you covered unless you have any further questions....?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: SIM activated, plan paid, NO SERVICE?

softech — Sun, 13 Mar 2022 23:06:02 GMT

@darlicious do you think we see unusually higher number of SIM provisioning issue lately? This seems to be an issue for almost 2 weeks...

Re: SIM activated, plan paid, NO SERVICE?

darlicious — Sun, 13 Mar 2022 23:26:35 GMT

@softech

Yes it does seem higher than normal.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: SIM activated, plan paid, NO SERVICE?

esjliv — Mon, 14 Mar 2022 02:02:45 GMT

@Aichywhy - if you previous provider was not Telus or Koodo, and you want use this phone number on the account that is no longer active....then you will need to reactive the number/account with the previous provider.

Then you will be able to port the number into Public Mobile.

Were you provided a temporary number? Log into your self serve account and see what number is listed under your Plan and Addons TAB. If you see a new/temporary number list, you should be able to at least have services.

Insert the Public Mobile SIM card and do / check below:

*restart your phone

*perform a reset network settings on your device

*confirm your phone is not blacklisted here: https://www.devicecheck.ca/check-status-device-canada/